IT Technical Analyst

US Fertility • Rockville, MD

1d • Hybrid

About The Position

US Fertility is hiring an IT Technical Analyst to provide technical support across fertility clinics and administrative offices in a regional territory covering Rockville, Maryland, Northern Virginia, and Fredericksburg, Virginia. This hybrid position combines remote work with in-office and field support, requiring up to three days per week onsite. The role requires proximity within a reasonable driving distance of the Rockville hub and regional clinic locations, with travel of up to 25% to other US Fertility locations as needed.

The analyst troubleshoots and resolves escalated technical issues, supports endpoint migrations and infrastructure maintenance, and provisions and maintains computers, mobile devices, peripherals, and clinical technology. The role serves as an escalation point for complex Tier 1 service desk issues and partners with managed service providers, infrastructure and systems engineering teams, and clinic personnel to reduce technical and clinical downtime. It also includes maintaining accurate ticket records and knowledge resources, helping onboard and support users, protecting confidential information, and keeping technical knowledge current.

The schedule is Monday through Friday, either 7:00 AM–4:00 PM or 8:00 AM–5:00 PM Eastern Time, with a weekend rotation every 15 weeks. Compensation is $55,000–$60,000, commensurate with experience. The position offers the opportunity to support physicians, clinical staff, and administrative teams at a nationally respected fertility-care organization.

Requirements

• Reside within commuting distance of the I-270/I-95 corridor, supporting clinic locations from Rockville, Maryland, to Fredericksburg, Virginia.
• Have 3 to 5 years of progressive experience in IT service desk, desktop support, or Tier 2 technical support.
• Have advanced troubleshooting skills with Windows 10/11 and Microsoft 365 applications.
• Have experience managing users, groups, and permissions in Active Directory and Entra ID/Azure AD.
• Have hands-on experience with Microsoft Intune, SCCM, or similar endpoint/mobile device management tools.
• Have working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic switch/router troubleshooting.
• Have experience using IT service management platforms such as ServiceNow, Freshdesk, or Jira Service Management.
• Have a valid driver’s license, reliable transportation, and willingness to travel regularly to local and regional clinic locations.
• Have strong verbal and written communication skills, including the ability to explain technical concepts clearly to non-technical users.

Nice To Haves

• Healthcare IT experience is strongly preferred.
• ITIL 4 Foundation, CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification or credential.
• Experience working with third-party managed service providers.
• Familiarity with HIPAA requirements and healthcare clinical environments.

Responsibilities

• Provide onsite and field technical support across US Fertility clinics and administrative offices in the Rockville, Maryland, Northern Virginia, and Fredericksburg, Virginia, territory.
• Maintain proximity within a reasonable driving distance of the Rockville hub and regional clinic locations to provide timely onsite service.
• Troubleshoot and resolve escalated hardware, software, network, and system-configuration issues.
• Support endpoint domain migrations, equipment replacements, and infrastructure maintenance.
• Provision, configure, deploy, and maintain laptops, desktops, mobile devices, peripherals, and clinical technology.
• Serve as the primary escalation point for complex Tier 1 service desk issues.
• Partner with managed service providers, infrastructure and systems engineering teams, and clinic teams to minimize technical and clinical downtime.
• Diagnose recurring technical issues and identify opportunities for process and system improvements.
• Maintain accurate ticket documentation and develop knowledge-base resources for technical support.
• Provide responsive technical support and onboarding assistance to physicians, clinical staff, and administrative personnel.
• Protect confidential company and user information in accordance with security standards and company policies.
• Maintain current technical knowledge and stay informed about industry technologies and best practices.
• Provide onsite support at additional locations as needed to support business operations.

Benefits

• Medical, dental, and vision insurance for full-time employees working 30 or more hours per week.
• 401(k) with company match.
• Tuition assistance and professional development support.
• Performance-based bonus opportunities.
• Generous paid time off and paid holidays.
• Paid parental leave.
• Life and disability benefits.
• Fertility Discount Program.
• Employee wellness and recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed